Job Description
Service Delivery Manager role requires a technical and management professional to ensure world-class service across all areas of technology in the airline sector.
Key responsibilities include establishing and maintaining relationships with internal and external stakeholders, understanding customer needs, and handling escalated situations.
Additional responsibilities include participating in technical bridges, monitoring incidents and service requests, and reporting on performance.
The role also involves ensuring airline service operations processes are aligned and delivered as per guidelines, identifying opportunities for improvement, and driving change.
Accountability for achievement of client KPIs and contractual obligations is also a key aspect of the role.
The ideal candidate will have proven experience in IT in large corporate environments, in-depth knowledge of service management processes, and excellent communication skills.
Additional desirable skills include airline domain knowledge, knowledge of monitoring tools, and ITIL V3 certification.
eir evo talent is an equal opportunity employer seeking to recruit the best available person for the role.
Key Responsibilities:
- Establish and maintain strong relationships with internal and external stakeholders.
- Understand customer needs and provide the best service possible.
- Handle escalated situations in which additional oversight and assistance is required.
- Participate in technical bridges.
- Monitor incidents and service requests.
- Report on performance.
- Ensure airline service operations processes are aligned and delivered as per guidelines.
- Identify opportunities for improvement and drive change.
- Accountable for achievement of client KPIs and contractual obligations.
Requirements:
- Proven experience in IT in large corporate environments.
- In-depth knowledge of service management processes.
- Excellent verbal and written communication skills.
- Commitment to delivering customer service excellence and high-quality work.
- Demonstration of self-motivation, self-confidence, flexibility, adaptability, and open-mindedness.
- Ability to anticipate, successfully negotiate, and solve problems.
- Able to resolve conflicts when they arise.
Desirable Skills:
- Airline domain knowledge.
- Knowledge of monitoring tools such as Nagios, Tivoli, Splunk, Dynatrace, Cloud Watch.
- ITIL V3 certification.